Complaints

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/03/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Im 21 but can’t verify cuz I just got married and waiting on my new id to come in the mail and they have decided to file a police report and won’t give me a refund

  

  Business Response

  Date: 09/04/2024

  Hello,

  This person has failed to verify their Age Verification with us as these products are age sensitive. We decided to reach out to their local Police Department to verify their details. Further communications and actions will be done by the PD.

  Thank you

• Initial Complaint

  Date:08/01/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date of the transaction - 07/24/2024 * The amount of money you paid the business - $152.40 * What the business committed to provide you Here's what you can expect after your purchase: Once shipped, you will be notified via email with tracking information. There will be 2 email updates: One stating your order status has been updated to SHIPPED and one from Stamps.com **FALSE: THE ***** IS FROM A PERSONAL GMAIL FOR AN RDE** that contains your tracking information (This email starts as "Your order from PerfectVape has shipped!") **FALSE: NO MENTION OF PERFECT VAPE IN ***** ONLY REFERENCE TO ORDER #*** What the nature of the dispute is- Failure to deliver product; Failure to provide accurate Tracking info/details; Listing False information re: shipping courier, delivery estimates, providing inaccurate info about shipping company to effectively contact for delivery concerns; failure to resolve and acknowledge the issues and concerns submitted to customer service regarding my order; ineffective service delivery and transparency in all aspects of their business; general poor business ethics specifically in providing the same generic email response template to every customer with a similar complaint, not providing full disclosure of current product fulfillment and delivery on website for consumer to make an informed decision *Whether or not the business has tried to resolve the problem- business has NOT TRIED, they have however sent an generic email template response to my issues (which didnt provide any info re the concerns i had like they couldnt be bothered to actually read it), but after reviewing multiple complaints from other customers I see they send the exact same email to all customer complaints except for pasting in my specific tracking numberIf the issue involves advertising, when and where the ad was seen or heard- The information pertaining to their shipping policies are here *********************************************************

  

  Business Response

  Date: 08/01/2024

  Hello,

   

  The customer has been provided with a tracking number and has been made aware of our shipping delays and issues via email. Due to the shipping delays, packages can take 3-10 days to update, these are averages and can be more. The customer refused to understand this information and instead said they would be filing a chargeback for their order. Since the customer has filed a chargeback, their refund and resolution is now in the hands of their financial institution. I have provided a screenshot of the email from the customer. 

   

  Thanks.

  Customer Answer

  Date: 08/05/2024

   
  Complaint: ********
  
  I am rejecting this response because: As of today Aug 5 the status of the package has not changed since July 24. The attached emails and the date of this complaint contradicts PVs statement that I refused to understand the shipping situation, I understand fully and have allowed significant time to be updated.  My email does state that I would dispute the transaction with my bank, it also clearly states I would be filing a claim with the BBB first. As such, this complaint is currently unresolved and therefore I cannot, and have not, filed a dispute with my bank until a resolution is accepted. The attached emails from the courier (Deliver-it) and the courier link provided by PerfectVape (ship-rkt) prove the package is in fact not in route as alleged by their PV customer service email.
  
  Sincerely,
  
  ****************

  

  Business Response

  Date: 08/07/2024

  Hello,

  This customer has received their order. I have attached the signature and delivery photo.

  Thank you

  Customer Answer

  Date: 08/14/2024

   
  Complaint: ********
  
  I am rejecting this response because:
  Firstly, I have yet to receive the package. It may have been delivered and signed for but not by me.  My verified eSignature with the post office reflects my actual signature.  Furthermore to my understanding of the policies outlined on their website, an adult over 21 must receive the package and every package Ive received by any any carrier requiring a signature requires proof ** to ensure the recipient is of age.  ** checks are usually noted by recording the ** number.  Clearly this fairly standard process wasnt done because if it had it would have shown that my signature didnt match and the ** picture would have presumably shown that whoever received the package was not was not the  person who was the packaging was delivered to. . Which shows additional concerns about this companys lack of diligence to ensure they are not selling products possible minors 
  Sincerely,
  
  ****************

• Initial Complaint

  Date:07/31/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed a order on 7/20/24 I havent received it and cant get a hold of them

  

  Business Response

  Date: 08/01/2024

  Hello,

   

  We have not received any emails nor correspondence from this customer. I have reached out to the customer via our customer service email and provided them with the tracking number for their order. It has already been shipped out so we are not able to refund it. 

   

  Thanks!

• Initial Complaint

  Date:07/03/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have 2 pending charges for $92.26 and this business is permanently closed. Idk who this company is and I would like to know why they are charging me for something when they are permanently closed.

  

  Business Response

  Date: 07/03/2024

  Hello,

   

  The customer has been a customer with us since May and has placed three, including the order in question, orders with us. We have received emails from them from the email provided and the email on their account back in may regarding their May order. The customer placed the order in question on the 29th of June 2024. I do see that the charges in question are pending, on our side it only shows that one has gone through and is pending settlement. This is likely because the customer may have double clicked submit when placing their order, causing a double charge to show on the card. The charge should fall off since it is a duplicate charge, however the customer can contact their financial institution regarding further information. I have provided a screenshot of the order that was placed as well as a screenshot showing the customers account with previous orders. 

   

  Thank you. 

• Initial Complaint

  Date:06/27/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with this company. They were quick to provide a receipt of the purchase and had no problems taking the funds. They provided a tracking number and that's all. The order was placed on the 20th of June 2024. I have recieved no more information on my order. As I read the complaint about this company, I am now wondering why anything has yet to be done. The claims against this company are exactly the same. This is a fraudulent company, that is still being allowed to steal from people. I am either looking for a refund, or the product I purchased from this company.

  

  Business Response

  Date: 07/01/2024

  Hello,

   

  The customers order was shipped and the customer was provided a tracking number that has been having updates. Had the customer reached out to us in a polite manner we would have explained our shipping delays and that it may take a few days to update, however their initial email was hostile and contained foul language that we will not tolerate. Here is the content of their email and I have also provided a photo copy of the customers initial email. 

  "I placed an order on June 20th. All I have received is an email of conformation. Looking at your reviews this is a common practice of your business. Being said, I have submitted a complaint to the BBB, noted a negative review, deterring customers to use your rip off business. I will continue to advertise how s**** your business is via social medial. Hope you enjoy it."

  Thank you. 

  Customer Answer

  Date: 07/02/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  I have recieved no email, nor was I hostel with this company at any point. This information they are providing you is fictitious. I'm am not satisfied with the fraudulent activity of this company. 
  Sincerely,
  
  ***************************

• Initial Complaint

  Date:06/21/2024

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 6/10/24 I purchased a vape mod device online via **********************. The order showed shipped 6/11/24. After 10 days of no tracking I messaged them. I was told the the state they are in wont allow for online sales and they partnered with another state to send the item. Another week went by I messaged again demanding yea king or refund. I received a message they wanted a photo of me holding my id or they would not ship or refund my money ($60).

  

  Business Response

  Date: 06/27/2024

  Hello,

   

  Online sales in our state are legal so we are unsure of where the customer received this information. The customers order has been having consistent updates since arriving at the couriers facility and the order shows that is was delivered to the customer as of the 24th of June. This customer did file a chargeback on the order even though it was in transit and has now been delivered. 

   

  Thank you. 

• Initial Complaint

  Date:06/21/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered vapes from this company online and then it says a shipping label was made, but the items are never getting shipped. I tried to complain about it and get a refund, but they are not willing to do so. I checked their reviews on trust pilot and a lot of people have had problems with this website not getting their stuff or when they do get their stuff its generic doesnt work broken out of liquid hundreds of complaints. I would like to get a refund for my items and get the order canceled. On their web page, it says items will be shipped within five days. I checked **** tracking and nothing has been shipped. It just says a tracking label was made and after all the reviews Ive seen online about people getting ripped off I want a refund and for my order to be canceled.

  

  Business Response

  Date: 06/27/2024

  Hello,

   

  I have reviewed the customers tracking information and this order shows it was delivered today. The tracking showed consistent updates after it reached the **** facility. We cannot cancel orders after they have already been shipped out or delivered. 

   

  Thank you. 

• Initial Complaint

  Date:04/30/2024

  Type:Delivery Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I placed an order with PerfectVape.com on 04/24/2024 and was updated 04/24/2024 via email that my order status (order#*******) had been updated to shipped, and a tracking number was provided, confirming that it had been picked up by PerfectVapes shipping partner. On 04/29/2024, I noticed there has been no updates to show that the package is in transit. I reach out to OSM through email. *** is a third party shipping partner that PerfectVape uses. OSM informs me that they have not physically received the package and to reach out to the vendor (PerfectVape) to let them know they have not received the package. On 04/29/2024, I send message via their customer chat box and receive an auto-response via email stating: We have received your response, and will get back to you asap. Please allow ***** hours for a response. Our offices are closed after 5pm CST and the weekend.On 04/30/2024, I check my tracking number again and see that there still has been no update. At this point, due to frustration and fear that this site may even be fraudulent, I reach out to PerfectVape.come to cancel my order. This time, I receive a prompt non-automated response requesting me to verify my age with a photo ID along with a photo of myself or my order will be cancelled and no refund will be issued. I inform the customer service rep that I would no longer wish to continue with my purchase due to lack of communication and transparency. **************** continues to request and age verification and threaten to ban my account, to which I decline due to growing suspicions, concerns and lack of transparency. I informed customer service that if they do not cancel my order that I will be forced to reach out to my bank, the BBB and the **** At this point they have stopped responding. At no point did customer service ever respond to my initial inquiry regarding shipping. Im asking for PerfectVape to cancel my order and provide confirmation.

  

  Business Response

  Date: 05/01/2024

  Hello,

   

  This customer is under suspicion of being a minor and did not comply with our secondary age verification. We were and are not able to offer any further assistance until we can verify that the customer is of age (21+) to purchase these products. 

  Thanks.

  Customer Answer

  Date: 05/09/2024

  
  Complaint: ********
  
  I am rejecting this response because: if this is true, then why proceed to send nicotine products to an individual whom you suspect to be under the age of 21, instead of cancelling the order as I requested?
  
  Sincerely,
  
  PL

  

  Business Response

  Date: 05/10/2024

  Hello,

   

  The customer completed the primary age verification thus the order was placed and shipped. The customer emailed after the order had already been shipped requesting a cancellation. We cannot cancel orders once they have been shipped, however we require a secondary age verification to be completed in this case since this behavior is often from a minor. This behavior flagged the customer as a minor as well as them being uncooperative with the age verification. 

   

  Thanks!

  Customer Answer

  Date: 05/13/2024

  
  Complaint: ********
  
  I am rejecting this response because: The order had not been received by your third party carrier that you used and that was confirmed by OSM worldwide via email. I immediately reached out to your establishment thereafter to have the order canceled, to which your establishment refused to do so. This is unacceptable. 
  
  Sincerely,
  
  Princess Little

• Initial Complaint

  Date:03/25/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered product from this company on the 15th of March and the carrier hasn't even received the package yet. I find it very unprofessional to charge someone's account with no intention of delivering the product ordered. This would have marked my fifth order with the company in the past 2 years. Either give me a refund or send me my package. It doesn't have to be as complicated as you're making it.

  

  Business Response

  Date: 03/26/2024

  Hello,

   

  The customers order is currently in transit, I have attached a screenshot of the tracking updates. It was shipped out on the 18th and was received by the courier on the 26th. We unfortunately do not have control over the shipping times once the package has left our facility. The customers very first email to us contained foul language such as "P.S. F*** You Very Much P.P.S. You Suck" and also degrading language to our hardworking employees which we do not tolerate, thus they were blocked from our website immediately. I will include a screenshot of this email as well. The last update on the tracking provided to the customer states "3/25/2024 7:59 PM In Transit PROCESSED THROUGH **** FACILITY US." We will not be able to refund the order since it is in transit to the customer.

   

  Thanks.

  Customer Answer

  Date: 03/26/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  Sincerely,
  
  *********************

• Initial Complaint

  Date:02/18/2024

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Purchased products from this company and was indicated that it was shipped out January 24th. They have no idea where the product is, they were deceptive as they stated **** was their shipping service that they charge you for and use a different service which they refer you in their emails. Through multiple e-mails, the company cannot verify where the package is or who has the package. *** contacted both the company and their shipping provider and they both cannot provide any meaningful information. The most recent update was that The Product was with the "Final Mile Carrier" on February 7th and it is now over 11 days, going on 12 and 13 days after the holiday weekend since that update and I still have not recieved any product.This is indication of fraud and would like to receive my money back since I have not received any products I have purchased and the company cannot locate the package themselves. Will be filing fraud charges with my bank

  

  Business Response

  Date: 02/21/2024

  Hello,

   

  We have been in contact with this customer and asked them to reach out to RocketShip, our shipping partner company, to get an update on the order. On the 20th of February RocketShip informed them they do have the package and will reach out to the courier to see when they will be getting it delivered. We do have it stated on our website that we ship via RocketShip, I have attached a screenshot of our shipping information per our website. I have also included the email from RocketShip to the customer. The customer has also stated on here and in emails to us that they have filed fraud charges with their bank, since this is the case we will not be able to provide any further resolution since the issue is in the banks hands now and the order is not lost. 

   

  Thanks.

  Customer Answer

  Date: 02/24/2024

  I didnt go to the bank yet, because I would hope this company would actually care about their customers. Their shipping company has not responded in a week now about the status of the package. The tracking link they sent, has not updated in over 2 weeks almost 3 weeks now. That makes its over a month from ordering until now to receive package that no one can locate. 
  
  Requesting a refund for a product that has not been received is a fair request. The shipping company does not know where the package is, or they would have responded as well. PerfectVape, the company I have purchased my product from refuses any form of action outside of the sale. They are not taking any responsibility. They tell me to contact their shipper to find out where my package is. This is the service THEY utilize.
  
  If they were like "hey! our shipping services are experiencing delays, it could be a month or so" that would be different. But they are providing services under false pretenses (I have the email communication where they quote the amount of time it takes). So, their own timeline that THEY PROVIDED, has not been met and has gone far beyond what they estimated. They are refusing to do anything about it other than treat me poorly as a customer.
  
  This is the tracking link they provided:
  
  ************************************************************
  
  So, the shipping company does not know where the courier or products are. The company, PerfectVape, does not know where the products are. Neither one, PerfectVape or the shipping company, can provide a real time update on the location of the package. 
  
  What reassurances can they provide that the package is not lost? Can they provide proof that the package is still in transit after two weeks? Can they contact the shipper? Or is it the buyer's responsibility to contact the company PerfectVape chose to use as their shipping provider?
  
  
  *****
  

  

  Business Response

  Date: 02/26/2024

  Hello,

  We have explained to the customer that our delivery is taking some time due to the courier but will be delivered. We had reached out to the courier to provide confirmation as requested by the customer and in which was confirmed. The customer continued to email stating it is lost. We reaffirmed the customer once more it is not lost and it is making it's way but there are delays.

  This customer's package was delivered and signed for by the customer.

  Attached is the proof of delivery and signature.

   

  Thank you

  Customer Answer

  Date: 02/28/2024

   
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  

   

  Package was delivered. But in this day and age, for shipping to take a month, and the company you purchased products from cant precisely locate it and inform you where it is, that is an issue. Do better. Be better. You're getting crushed in online reviews. You guys were a great company at one point. And then you took a quick downward spiral. Be better. Do better.
  
  You can close this claim. 

  
  Sincerely,
  
  *******************